Fraud Agent, Inbound Fraud Unit
Reference ID: RBCAA008885278
What is the opportunity? Provide professional, responsive customer service to inbound client callsShare recommendations with clients to meet their immediate security needs and provide superior, responsive execution and delivery of tailored solutions to prevent any fraud lossesResolve problems at first point of contact in a friendly and helpful manner, and refer more complex situations to RBC partners, as appropriateAdhere to compliance routines in identifying and resolving client security concerns
Based in our Risk Operations - Fraud Management Centres, you field incoming calls about lost and stolen cards, fraud prevention, and high-risk situations. You create comprehensive analyses and security reports, as well as apply card blocks to prevent fraud losses. Relying on your strong analytical skills, inquisitive nature, and calm, friendly demeanor, you get to the heart of the matter effectively and educate our clients about protecting their privacy. Ultimately, you help our clients feel safe banking with RBC. As one of Canada's leading financial institutions, we are committed to safe banking and provide support to ensure your success in this critical role.
What will you do?
What do you need to succeed?
Fluency in both English and French language skills (reading, writing, and spoken)A minimum of one year of client service; preferably 2-3 years in one positionAbility to confidently take on high workload and call volume, while prioritizing and multitasking, with a commitment to delivering superior client experienceProven interpersonal, communication and problem resolution skillsThis is a 24/7 environment and will require full flexibility for a variety of shifts Monday to Sunday, including overnight
Advice/Call Centre experienceAbility to navigate between multiple Windows-based application systems
What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
A comprehensive Total Rewards Program including bonuses and flexible benefits, and competitive compensationFlexible work arrangements, including bonuses for evening shiftsLeaders who support your development through coaching and managing opportunitiesAbility to make a difference and lasting impactWork in a dynamic, collaborative, progressive, and high-performing team that genuinely puts security firstA world-class training program in financial services
Royal Bank of Canada is Canada's largest bank, and one of the largest banks in the world, based on market capitalization. We are one of North America's leading diversified financial services companies, and provide personal and commercial banking, wealth management, insurance, investor services and capital markets products and services on a global basis. We have over 80,000 full- and part-time employees who serve more than 16 million personal, business, public sector and institutional clients through offices in Canada, the U.S. and 37 other countries. For more information, please visit rbc.com .
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Inclusion and Equal Opportunity Employment
RBC is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.
Address: 7101 avenue du Parc
Work Hours/Week: 37.5
Work Environment: Call Centre
Employment Type: Permanent
Career Level: Entry Level
Pay Type: Salaried
Required Travel (%): 0
People Manager: No
Application Deadline: 03/22/2019
Req ID: 180111
Posted: March 16, 2019
Closes: May 15, 2019